If you don’t have a login please contact us during regular business hours at
1-877-469-3627 or by email at firstname.lastname@example.org to receive your login.
Providing us with the following information will help us to resolve your issue as quickly as possible:
1. The product name and version.
2. The database and application server names and versions.
3. A brief description of the issue; and
4. Any collateral needed for testing.
Our Technical Support Plan allows your organization to designate four contacts within your company. Any one of the four designated contact points is free to contact us at any time.
On your initial call to Technical Support, simply provide us with the names, phone numbers, fax numbers, and e-mail addresses of your designated contacts.
Please notify us immediately if your organization needs to change any one of your designated support contacts.
If either party determines that a reported technical issue or business situation requires additional attention, an internal management escalation procedure will be followed.
The escalation process is mainly in progress when a technical problem situation arises; however, solution of this problem may require non-technical support for solving it.
Management escalation may be commenced when:
Determining the priority level of your support issue is important, as it ensures that critical issues are resolved swiftly.
Here is what we follow as a general guideline:
A CRITICAL (Priority 1) problem results in extremely serious interruptions to your production system and has affected, or could affect, the entire user community.
An URGENT (Priority 2) problem results in serious interruptions to normal operations, or will negatively impact an enterprise-wide production system roll-out.
An IMPORTANT (Priority 3) problem causes interruptions in normal operations - it does not prevent operation of a system.
A MINOR (Priority 4) problem results in minimal or no interruptions to normal operations (no business impact).
Support customers can log in to the Support Portal to access the complete 4Point Technical Support Guide, for further reference.